Managing the expectations of customers is one of the most complex elements of managing within a CRM initiative. At Titan Feul Tanks you will find additional information. Even, so your organization is not immersed in a CRM project, it is important to have clarity about which are the expectations of customers and how your business is serving them. It is here where the fact to provide customers what they don’t expect is important. I.e., surprise your client through something that he did not has referred in their expectations, but you can generate an even more important and memorable experience, you can generate a voice to voice very positive about the service that provides your organization. Let’s look at some considerations about in this article.

Unfortunately there is a large gap between what the companies consider satisfied customers and what customers feel in this regard. In a survey conducted by Accenture on customer satisfaction, 75% of companies surveyed expressed that the service to the client offered by them was rated as extremely good. It turns out that 57 % of surveyed customers, who are served by these companies, they expressed that they felt extremely dissatisfied with the service provided by these companies. Many companies designed complex strategies to be able to close this gap between what the company provides as a service and the expectations that the customer has about the same and how you qualify a upon receipt. There are studies that have shown that implement simple mechanisms that allow deliver customer experiences that you don’t expect, they can have a high positive impact on loyalty and the referencing that this client can generate.

For anyone it is a mystery that we all as consumers or clients are relentless to when assessing the quality of the service. Lower deviation or discomfort immediately puts us on the offensive and began to denigrate the company that offers the service. Lately we are very sensitive to any element, for minimum that is, generate a deviation in relation to our expectations.